Manager - Aftersales & Customer Service Division

Muster Limited


  • Fantastic Automotive Distributor role
  • Rarely available position
  • Make your mark across the network

Ford New Zealand

Manager - Aftersales & Customer Service Division

Ford is a family company, built on the belief that freedom of movement drives progress. Through our commitment to become the world's most trusted mobility company, we are constantly adapting and evolving to focus on services, experiences, software and vehicles.

The role Manager - Ford Customer Service Division (FCSD) is a vital position in New Zealand, overseeing customer relations, parts supply & logistics, technical competence & training, together with the implementation of strategies to grow aftersales and maximise the customer ownership experience through trust and transparency.

You will work closely with the vehicle marketing and sales teams as well as the Ford franchise network to maximise growth within dealer workshops, parts, satellite centres, new vehicle accessories, collision repair, and extended services.

Details of the position

  • Measure and increase customer satisfaction, service retention, retail revenue and parts profit
  • Manage and control the (FCSD) business plan / budget and monthly forecasting models
  • Manage and mentor your immediate and wider team reports
  • Set objectives for dealer network parts, workshop, mechanical, collision, service contracts and new vehicle accessories
  • Create Parts and wholesale trade programs to drive (FCSD) loyalty and grow dealer parts sales and service business
  • Develop robust marketing programs to deliver long term customer retention and dealer loyalty
  • Implement competitive vehicle accessory personalisation programs
  • Grow revenue streams for parts and accessories
  • Develop both strategic and tactical dealer incentive packages to maximise sales and dealer loyalty
  • Produce an annual marketing and communication plan to strategically support the network and grow market share
  • Develop and implement media communication campaigns that achieve (FCSD) objectives
  • Manage and coordinate resolution of escalated customer concerns

Requirements for the role

  • Excellent communication and presentation skills
  • Corporate Industry knowledge
  • Strong business acumen and interpersonal skills
  • People leadership skills
  • Understanding of business compliance and legalities
  • Availability for travel as needed
  • Strategic problem-solving skills
  • Understanding of the bigger picture and aspiration for company success

This is a fantastic opportunity to work for an iconic global brand that is leading the industry for vehicle sales in New Zealand. The company has a culture that cares for its employees and helps them build a career within the Ford network globally.

If you feel you are interested in this role, please apply now including an up-to-date CV and relevant cover letter outlining why you are the ideal candidate.

For more information on the position, please contact Daryl Feast or Matt Twiselton at Musterrecruit on +64 9 394 7444


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